Systems, media, and methods for automated response to queries made by interactive electronic chat

ABSTRACT

Systems, media, and methods for automated response to social queries comprising: monitoring queries from users, each query submitted to a vendor via an interactive chat feature of an external electronic communication platform, monitoring human responses to the queries, monitoring subsequent communications conducted via the electronic communication platform until each query is resolved; applying a first machine learning algorithm to the monitored communications to identify a query susceptible to response automation; applying a second machine learning algorithm to the query susceptible to response automation to identify one or more responses likely to resolve the query; and either i) notifying a human to respond to the query susceptible to response automation with the one or more responses likely to resolve the query, or ii) instantiating an autonomous software agent configured to respond to the query susceptible to response automation with the one or more responses likely to resolve the query.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.15/691,626 filed Aug. 30, 2017, which is a continuation of U.S. patentapplication Ser. No. 15/582,209 filed Apr. 28, 2017, which claims thebenefit of U.S. Provisional Application No. 62/329,582 filed Apr. 29,2016, the contents of each of which is incorporated herein in itsentirety by reference.

BACKGROUND OF THE INVENTION

Social networking and media apps are now ubiquitous. Moreover, mobilemessaging apps are growing ever more popular as they add socialnetworking features.

SUMMARY OF THE INVENTION

Brands need to actively pursue customers in the social and messagingchannels they're already using, through 1-to-1 social customer care;however, existing customer care technologies force users to a dedicatedwebsite, mobile app, or call center. Disclosed herein is a socialenterprise software platform for automated customer care that providescustomers with the quick answers to their requests that they expect andenables commerce via the social and messaging applications thatcustomers are already using. Importantly, the platform described hereinutilizes machine logic and learning methodologies to partially, orentirely, automate customer care conversations to facilitatescalability, which is absent from current human-powered social customercare technologies.

In one aspect, disclosed herein are computer-implemented systemscomprising: a digital processing device comprising: at least oneprocessor, an operating system configured to perform executableinstructions, a memory, and a computer program including instructionsexecutable by the digital processing device to create a social queryresponse application comprising: a software module monitoring queriesfrom users, each query submitted to a vendor via an interactive chatfeature of an external electronic communication platform, monitoringhuman responses to the queries, and monitoring subsequent communicationsconducted via the electronic communication platform until each query isresolved; a software module applying a first machine learning algorithmto the monitored communications to identify one or more queriessusceptible to response automation; and a software module applying asecond machine learning algorithm to the queries susceptible to responseautomation to identify one or more responses likely to resolve thequery. In various embodiments, the interactive chat is typed or verbal.In some embodiments, the application further comprises: a softwaremodule receiving a query from a user, the query submitted to the vendorvia an interactive chat feature of an external electronic communicationplatform; a software module automatically responding to the query withthe identified one or more responses likely to resolve the query; asoftware module determining when the query is resolved; and a softwaremodule transmitting the outcome of the resolution to an enterprisesoftware system. In further embodiments, the enterprise software systemcomprises an ordering system, a concierge system, a delivery system, anauthorization system, a calendaring system, a reservation system, a CRMsystem, or a knowledge base system. In some embodiments, the applicationmonitors queries from users across all electronic communicationplatforms utilized by the vendor. In some embodiments, the applicationfurther comprises a software module providing an interface allowing auser to authenticate one or more of their electronic communicationplatform accounts with the application. In some embodiments, theapplication further comprises a software module identifying the usersending each query and retrieving data pertaining to previousinteractions between the user and the vendor. In further embodiments,the first machine learning algorithm or the second machine learningalgorithm utilizes the data pertaining to previous interactions. In someembodiments, the application further comprises a software moduleproviding an administrative interface allowing an administrator to add,remove, and edit automated responses. In some embodiments, theapplication further comprises a software module notifying a human torespond to a query susceptible to response automation with one or moreresponses likely to resolve the query. In further embodiments, thesoftware module notifying a human to respond provides suggestedresponses and, for each, a percentage of users who respond with thesuggested response. In some embodiments, the application furthercomprises a software module instantiating an autonomous software agentto respond to a query susceptible to response automation with one ormore responses likely to resolve the query. In some embodiments, thefirst machine learning algorithm or the second machine learningalgorithm utilizes the historic number of communications required toresolve similar queries. In some embodiments, the second machinelearning algorithm utilizes a glossary, knowledge base, or enterprisedatabase. In some embodiments, the first machine learning algorithm orthe second machine learning algorithm utilizes a user status. In furtherembodiments, the user status is VIP or loyalty program participant. Insome embodiments, at least one query is a request to order goods orservices. In further embodiments, the request to order goods or servicesis a repeat of a previous order. In various embodiments, at least onequery pertains to deals or promotions, availability of products orservices, event scheduling, a notification, troubleshooting, contactinformation, locations, hours of operation, a status update, or aloyalty program. In some embodiments, the application is accessed via anAPI.

In another aspect, disclosed herein are non-transitory computer-readablestorage media encoded with a computer program including instructionsexecutable by a processor to create a social query response applicationcomprising: a software module monitoring queries from users, each querysubmitted to a vendor via an interactive chat feature of an externalelectronic communication platform, monitoring human responses to thequeries, and monitoring subsequent communications conducted via theelectronic communication platform until each query is resolved; asoftware module applying a first machine learning algorithm to themonitored communications to identify one or more queries susceptible toresponse automation; and a software module applying a second machinelearning algorithm to the queries susceptible to response automation toidentify one or more responses likely to resolve the query. In variousembodiments, the interactive chat is typed or verbal. In someembodiments, the application further comprises: a software modulereceiving a query from a user, the query submitted to the vendor via aninteractive chat feature of an external electronic communicationplatform; a software module automatically responding to the query withthe identified one or more responses likely to resolve the query; asoftware module determining when the query is resolved; and a softwaremodule transmitting the outcome of the resolution to an enterprisesoftware system. In further embodiments, the enterprise software systemcomprises an ordering system, a concierge system, a delivery system, anauthorization system, a calendaring system, a reservation system, a CRMsystem, or a knowledge base system. In some embodiments, the applicationmonitors queries from users across all electronic communicationplatforms utilized by the vendor. In some embodiments, the applicationfurther comprises a software module providing an interface allowing auser to authenticate one or more of their electronic communicationplatform accounts with the application. In some embodiments, theapplication further comprises a software module identifying the usersending each query and retrieving data pertaining to previousinteractions between the user and the vendor. In further embodiments,the first machine learning algorithm or the second machine learningalgorithm utilizes the data pertaining to previous interactions. In someembodiments, the application further comprises a software moduleproviding an administrative interface allowing an administrator to add,remove, and edit automated responses. In some embodiments, theapplication further comprises a software module notifying a human torespond to a query susceptible to response automation with one or moreresponses likely to resolve the query. In further embodiments, thesoftware module notifying a human to respond provides suggestedresponses and, for each, a percentage of users who respond with thesuggested response. In some embodiments, the application furthercomprises a software module instantiating an autonomous software agentto respond to a query susceptible to response automation with one ormore responses likely to resolve the query. In some embodiments, thefirst machine learning algorithm or the second machine learningalgorithm utilizes the historic number of communications required toresolve similar queries. In some embodiments, the second machinelearning algorithm utilizes a glossary, knowledge base, or enterprisedatabase. In some embodiments, the first machine learning algorithm orthe second machine learning algorithm utilizes a user status. In furtherembodiments, the user status is VIP or loyalty program participant. Insome embodiments, at least one query is a request to order goods orservices. In further embodiments, the request to order goods or servicesis a repeat of a previous order. In various embodiments, at least onequery pertains to deals or promotions, availability of products orservices, event scheduling, a notification, troubleshooting, contactinformation, locations, hours of operation, a status update, or aloyalty program. In some embodiments, the application is accessed via anAPI.

In another aspect, disclosed herein are computer-implemented methods forsocial query response comprising: monitoring, by a computer, queriesfrom users, each query submitted to a vendor via an interactive chatfeature of an external electronic communication platform, monitoring, bythe computer, human responses to the queries, monitoring, by thecomputer, subsequent communications conducted via the electroniccommunication platform until each query is resolved; applying, by thecomputer, a first machine learning algorithm to the monitoredcommunications to identify a query susceptible to response automation;applying, by the computer, a second machine learning algorithm to thequery susceptible to response automation to identify one or moreresponses likely to resolve the query; and either i) notifying, by thecomputer, a human to respond to the query susceptible to responseautomation with the one or more responses likely to resolve the query,or ii) instantiating, by the computer, an autonomous software agentconfigured to respond to the query susceptible to response automationwith the one or more responses likely to resolve the query. In variousembodiments, the interactive chat is typed or verbal. In someembodiments, the method further comprises: receiving, by the computer, aquery from a user, the query submitted to the vendor via an interactivechat feature of an external electronic communication platform;automatically responding, by the computer, to the query with theidentified one or more responses likely to resolve the query;determining, by the computer, when the query is resolved; andtransmitting, by the computer, the outcome of the resolution to anenterprise software system. In further embodiments, the enterprisesoftware system comprises an ordering system, a concierge system, adelivery system, an authorization system, a calendaring system, areservation system, a CRM system, or a knowledge base system. In someembodiments, the communications are monitored across all electroniccommunication platforms utilized by the vendor. In some embodiments, themethod further comprises providing, by the computer, an interfaceallowing a user to authenticate one or more of their electroniccommunication platform accounts with the application. In someembodiments, the method further comprises identifying, by the computer,the user sending each query and retrieving data pertaining to previousinteractions between the user and the vendor. In further embodiments,the first machine learning algorithm or the second machine learningalgorithm utilizes the data pertaining to previous interactions. In someembodiments, the method further comprises providing, by the computer, anadministrative interface allowing an administrator to add, remove, andedit automated responses. In some embodiments, the first machinelearning algorithm or the second machine learning algorithm utilizes thehistoric number of communications required to resolve similar queries.In some embodiments, the first machine learning algorithm or the secondmachine learning algorithm utilizes the historic number ofcommunications required to resolve similar queries. In some embodiments,the second machine learning algorithm utilizes a glossary, knowledgebase, or enterprise database. In some embodiments, the first machinelearning algorithm or the second machine learning algorithm utilizes auser status. In further embodiments, the user status is VIP or loyaltyprogram participant. In various embodiments, at least one query pertainsto deals or promotions, availability of products or services, eventscheduling, a notification, troubleshooting, contact information,locations, hours of operation, a status update, or a loyalty program.

BRIEF DESCRIPTION OF THE DRAWINGS

A better understanding of the features and advantages of the presentinvention will be obtained by reference to the following detaileddescription that sets forth illustrative embodiments and theaccompanying drawings of which:

FIG. 1 shows a non-limiting example of a process flow diagram; in thiscase, a diagram illustrating the use case wherein a user inquires aboutthe hours for the nearest store and/or the location of the neareststore, and the query is resolved;

FIG. 2 shows a non-limiting example of a process flow diagram; in thiscase, a diagram illustrating the use case wherein a user inquires aboutwhether a particular store is currently open, and the query is resolved;

FIG. 3 shows a non-limiting example of a process flow diagram; in thiscase, a diagram illustrating the use case wherein a user inquires aboutaccess to a menu, and the query is resolved;

FIG. 4 shows a non-limiting example of a process flow diagram; in thiscase, a diagram illustrating the use case wherein a user inquires aboutpromotions available, and the query is resolved;

FIG. 5 shows a non-limiting example of a process flow diagram; in thiscase, a diagram illustrating the use case wherein a user inquires aboutthe status of a particular order, and the query is resolved;

FIGS. 6A and 6B show a non-limiting example of a process flow diagram;in this case, a diagram illustrating the use case wherein a userexpresses interest in placing an order, and the order is placed andconfirmed;

FIG. 7 shows a non-limiting example of a process flow diagram; in thiscase, a diagram illustrating the use case wherein a user inquires aboutthe existence of a service interruption in a particular location, andthe query is resolved;

FIG. 8 shows a non-limiting example of a process flow diagram; in thiscase, a diagram illustrating the use case wherein a user reports aservice interruption, and the report is handled;

FIG. 9 shows a non-limiting example of a process flow diagram; in thiscase, a diagram illustrating the use case wherein a user inquires aboutspecials available to them, and the query is resolved;

FIG. 10 shows a non-limiting example of a software architecture blockdiagram; in this case, an architecture where the application exposes afirst set of APIs to receive user interactions from a variety ofexternal communications platforms and exposes second set of APIs to passthe results of automated conversations to one or more aspects ofenterprise software systems;

FIG. 11 shows a non-limiting example of an administrative interfacedisplaying inquiries entered into the system by users;

FIG. 12 shows a non-limiting example of an administrative interfacedisplaying analytics for an administrator to evaluate the efficacy ofautomated responses, wherein additional options are expanded;

FIGS. 13A and 13B show non-limiting examples of an administrativeinterface allowing an administrator to define an automated response to auser inquiry with additional options expanded or collapsed;

FIGS. 14A, 14B, and 14C show non-limiting examples of an administrativeinterface allowing an administrator to define an automated response to auser inquiry by including a web link, a video, and/or an image;

FIG. 15 shows a non-limiting example of an administrative interfaceallowing an administrator to train an automated response to a userinquiry by adding additional ways a user may ask an inquiry;

FIGS. 16A and 16B shows non-limiting examples of an administrativeinterface allowing an administrator to monitor and/or test userinquiries and automated responses;

FIG. 17 shows a non-limiting example of an administrative interfaceallowing an administrator to monitor, evaluate, and resolve userinquiries;

FIG. 18 shows a non-limiting example of a digital processing device; inthis case, a device with one or more CPUs, a memory, a communicationinterface, and a display;

FIG. 19 shows a non-limiting example of a web/mobile applicationprovision system; in this case, a system providing browser-based and/ornative mobile user interfaces; and

FIG. 20 shows a non-limiting example of a cloud-based web/mobileapplication provision system; in this case, a system comprising anelastically load balanced, auto-scaling web server and applicationserver resources as well as synchronously replicated databases.

DETAILED DESCRIPTION OF THE INVENTION

Described herein, in certain embodiments, are computer-implementedsystems comprising: a digital processing device comprising: at least oneprocessor, an operating system configured to perform executableinstructions, a memory, and a computer program including instructionsexecutable by the digital processing device to create a social queryresponse application comprising: a software module monitoring queriesfrom users, each query submitted to a vendor via an interactive chatfeature of an external electronic communication platform, monitoringhuman responses to the queries, and monitoring subsequent communicationsconducted via the electronic communication platform until each query isresolved; a software module applying a first machine learning algorithmto the monitored communications to identify one or more queriessusceptible to response automation; and a software module applying asecond machine learning algorithm to the queries susceptible to responseautomation to identify one or more responses likely to resolve thequery.

Also described herein, in certain embodiments, are non-transitorycomputer-readable storage media encoded with a computer programincluding instructions executable by a processor to create a socialquery response application comprising: a software module monitoringqueries from users, each query submitted to a vendor via an interactivechat feature of an external electronic communication platform,monitoring human responses to the queries, and monitoring subsequentcommunications conducted via the electronic communication platform untileach query is resolved; a software module applying a first machinelearning algorithm to the monitored communications to identify one ormore queries susceptible to response automation; and a software moduleapplying a second machine learning algorithm to the queries susceptibleto response automation to identify one or more responses likely toresolve the query.

Also described herein, in certain embodiments, are computer-implementedmethods for social query response comprising: monitoring, by a computer,queries from users, each query submitted to a vendor via an interactivechat feature of an external electronic communication platform,monitoring, by the computer, human responses to the queries, monitoring,by the computer, subsequent communications conducted via the electroniccommunication platform until each query is resolved; applying, by thecomputer, a first machine learning algorithm to the monitoredcommunications to identify a query susceptible to response automation;applying, by the computer, a second machine learning algorithm to thequery susceptible to response automation to identify one or moreresponses likely to resolve the query; and either i) notifying, by thecomputer, a human to respond to the query susceptible to responseautomation with the one or more responses likely to resolve the query,or ii) instantiating, by the computer, an autonomous software agentconfigured to respond to the query susceptible to response automationwith the one or more responses likely to resolve the query.

Certain Definitions

Unless otherwise defined, all technical terms used herein have the samemeaning as commonly understood by one of ordinary skill in the art towhich this invention belongs. As used in this specification and theappended claims, the singular forms “a,” “an,” and “the” include pluralreferences unless the context clearly dictates otherwise. Any referenceto “or” herein is intended to encompass “and/or” unless otherwisestated.

As used herein, “question,” “query,” or “inquiry” refer to user inputsuch as questions provided by a consumer. In some cases, user input isprovided by an administrator or administrative user. For example, insome cases, an administrative user provides input for purposes ofadding, modifying, or training algorithms for answering consumerquestions.

As used herein, “answer” and “response” refer to the reply provided bythe application, software, or algorithm in response to user input.

Monitoring

In some embodiments, the platforms, systems, media, and methodsdescribed herein include features to monitor electronic communications,or use of the same. In further embodiments, the electroniccommunications are conducted via an interactive chat feature of anexternal electronic communication platform. Many text-basedcommunications platforms such as SMS, Facebook, Twitter, WhatsApp, Kik,and the like are suitably monitored. Also, many voice-basedcommunications platforms such as Siri, Amazon Echo, Google Now, and thelike are suitably monitored. In a particular embodiment, theapplications described herein simultaneously monitor queries from usersacross all electronic communication platforms utilized by a vendor(e.g., company or organization) for their online/mobile presence.

In some embodiments, the platforms, systems, media, and methodsdescribed herein include features to monitor user queries and subsequentcommunications in response, or use of the same. In further embodiments,a query is submitted to a vendor via an interactive chat feature of anexternal electronic communication platform. In still furtherembodiments, the platforms, systems, media, and methods described hereininclude features to monitor subsequent communications until each queryis resolved.

Many types of queries are suitably monitored. In various embodiments, atleast one query pertains to deals or promotions, availability ofproducts or services, event scheduling, a notification, troubleshooting,contact information, locations, hours of operation, a status update, ora loyalty program.

Referring to FIG. 1 , in a particular embodiment, a user inquires aboutthe hours for the nearest store and/or the location of the neareststore, subsequent communications are conducted, and the query isresolved. First, the user provides a query such as “hours for neareststore?” 101 or “where is nearest restaurant?” 102. In some embodiments,the application comprises an algorithm for processing the query toextract the most relevant data (e.g., tokenizing the message). In someembodiments, the algorithm identifies all the words in the query, andthen filters out words likely to have low relevance (e.g., “a,” “an,”“the,” “as,” etc.). In some embodiments, low relevance or irrelevantwords are listed in a reference database. In some embodiments, the wordsin the query are compared against a reference database containing a wordlist with associated relevance (e.g., low, medium, high relevance or arelevance score) to determine whether the words are to be used. In someembodiments, the relevance of a word changes depending on the presenceof other words. In some embodiments, words are grouped together todetermine relevance. For example, in some embodiments, the presence of aparticular combination of words such as a phrase or multi-word term isassigned a relevance (e.g., “movie theater” or “where is the nearest”).For example, in some embodiments, the most relevant data for query 101are the words “hours,” “nearest,” and “store” with “for” determined tohave low relevance. Alternatively, in some embodiments, the word “for”in query 101 is determined to have high relevance. In some embodiments,an algorithm attempts to identify an answer likely to result in aresolution using the identified relevant words or terms. In someembodiments, the algorithm uses one or more of: 1) glossary look-up(i.e., this keyword or phrase means this intent and return this answer);2) look-up or set data in an enterprise system (i.e., account status,order status, make reservation, etc.); 3) look-up in a knowledge base;4) natural language processing; and 5) other AI. In FIG. 1 , once thealgorithm has determined that user query 102 is requesting the locationof the nearest restaurant, it determines whether the user location isknown 103. If user location is known, then the algorithm finds theclosest restaurant (e.g., using a maps application programming interfacesuch as the Google Maps API) to the user location and provides it to theuser 106. Alternatively, if the user location is not known, then theuser is asked to provide location 104 (e.g., zip code). Once the userprovides the requested location 105, the algorithm provides the nearestrestaurant with an answer including information such as one or more ofnearest restaurant location, contact information, and online orderingoptions 106.

Referring to FIG. 2 , in a particular embodiment, a user inquires aboutwhether a particular store is currently open, subsequent communicationsare conducted, and the query is resolved. First, the user provides aquery such as “what are #hours for East Riverside location open?” 201 or“are you open?” 202. In this case, the application provides an algorithmfor processing the query 201 to determine that the user is requestingthe hours for a store (e.g., a glossary look-up indicates that a wordset containing both “hours” and “open” means the query is asking forstore hours). In some embodiments, the algorithm is a machine learningalgorithm. In some embodiments, the algorithm is trained to assignand/or change the meaning of certain words or word sets in the glossary.For example, in some embodiments, an administrative user createsquestion-answer sets for training the algorithm. The algorithm thenprocesses the question-answer sets to improve its ability to determinethe intent of the question and/or the appropriate answer. In thisparticular embodiment, the algorithm determines that the user isrequesting the hours for the “East Riverside” store and attempts tolocate the store 203. If there is no match for the store name (e.g.,need user location to find store match), then the algorithm asks for theuser's location 204 (e.g., zip code or address). Once the user providesthe requested location 205, the algorithm provides the user with ananswer 206 including information such as one or more of the neareststore location, hours, an online ordering link (e.g., Internet link),and other locations. Alternatively, if there is a match for the storename, then the algorithm provides the answer 207 including informationsuch as one or more of the nearest store location, hours, and an onlineordering link without asking for the user's location. In someembodiments, the answer is selected from a database of answers. In someembodiments, the selected answer is a highest scoring (e.g., highestconfidence) answer according to the algorithm. As an illustrativeexample, a trained algorithm responding to the user query 202 determinesbased on the relevant keywords (in this case, the phrase “are you open”)that there are multiple answers that are responsive to the query.However, based on the historical query & answer sessions, the algorithmhas determined a relevance to each answer and selects the answer withthe highest relevance. In some embodiments, the answer with the highestrelevance must meet a threshold relevance in order to be selected. Insome embodiments, when no answer meets the threshold relevance, thealgorithm does not provide an answer in response to the query. Infurther embodiments, an administrative user reviews the query andprovides an answer, which is optionally used to further train thealgorithm.

Referring to FIG. 3 , in a particular embodiment, a user inquires aboutaccess to a menu, subsequent communications are conducted, and the queryis resolved. First, the user provides a query such as “send me a #menufor the East Riverside location” 301 or “send me a menu” 302. In someembodiments, the application comprises an algorithm identifying that thequery is susceptible to response automation. For example, in someembodiments, the algorithm evaluates the query to determine a questiontype. In some embodiments, the algorithm parses the query intoindividual words, terms, or phrases to identify relevant wordsindicative of question type. For example, some words indicate thequestion type clearly such as, for example, “who,” “what,” “when,” and“where,” which indicate the answer is likely to be a person, a thing, atime/date, and a location, respectively. In some embodiments, thealgorithm parses the query into segments of one or more words and tagseach parsed segment with a syntactic part of speech (POS). Next, analgorithm identifies one or more responses likely to resolve the query.In some embodiments, the algorithm identifies the one or more responsesbased on the question type. For example, in some embodiments, thealgorithm processes the query to identify a person, place, or thing thatis present in the query alongside word(s) indicating a request for alocation. In some embodiments, the algorithm parses the query andcompares the parsed segments against a database (e.g., a glossary orlexical dictionary) to obtain one or more likely persons, places, orthings. In some embodiments, once the algorithm has determined thequestion type (e.g., asking for location) and the subject of thequestion (e.g., a restaurant), the algorithm then locates one or moreresponses likely to address the question/query. In some embodiments, theresponses are stored in a database. In some embodiments, a response isidentified based on key words corresponding to the question type and/orsubject of the question. In some embodiments, the responses areclassified using a vector space model, wherein responses are representedas vectors with each word being represented as a term with a termweight. In some embodiments, the algorithm is trained on query/responsesets. In FIG. 3 , a query 301 requesting a menu for a restaurantlocation is received. An algorithm processes the query to determine thatthere is a response 303 to the query and provides the response, whichincludes information such as, for example, the menu and/or the locationof the restaurant. Alternatively, if the query 302 does not indicate therestaurant location, the application requests location from the user 304(e.g., zip code), and upon receiving the location from the user 305,provides the menu and address of the restaurant as a response 307.

Referring to FIG. 4 , in a particular embodiment, a user inquires aboutpromotions available, subsequent communications are conducted, and thequery is resolved. The user provides a query such as “any #promos forEast Riverside” 401 or “any promos” 402. An algorithm processes thequery and determines an appropriate response. In some embodiments, thealgorithm parses the query into relevant keywords and searches adatabase for responses likely to resolve the query. In some embodiments,parsed words or phrases are searched against a database (e.g., glossaryor reference database) to determine its meaning. In some embodiments,the algorithm determines a response with information on promotions for astore is likely to resolve the query. In some embodiments, when the userlocation is known, the algorithm checks if promotions are available at anearby store location 406. Alternatively, when user location is unknown,the algorithm is unable to locate the store 403 and asks the user forlocation information 404. If no promotions are available, the algorithminforms the user that no promotions are available (e.g., at storeswithin 25 miles). If promotions are available, the algorithm checks ifthere is more than one location 408. If there is more than one location,then the algorithm provides one location (e.g., store name, location,promotions) and asks the user if the user would like to see morelocations with promotions. If the user answers yes 411, the algorithmlocates another store location and provides the name, location, andpromotions 412.

Referring to FIG. 5 , in a particular embodiment, a user inquires aboutthe status of a particular order, subsequent communications areconducted, and the query is resolved. A user query is received such as,for example, “what's the #status of my order” 501. In response, thealgorithm first determines if this query is provided by a known user502. If this is not a known user, the algorithm requests user sign-in toan account (e.g., for the restaurant the user ordered from) 503 andoptionally provides an access code for the account. The algorithm thenattempts to locate the order 504. Alternatively, if this is a knownuser, the algorithm proceeds to locating/identifying the order 504. Ifthe order is identified, then the algorithm provides a response 512comprising one or more of the order number, when it will be ready, therestaurant location, and contact information if the user has questionsabout the order. Alternatively, if the order is not identified, thealgorithm asks for the order number 505 and an option for the user torequest help, e.g., by typing “help”. If the user provides the ordernumber 506, the algorithm checks if this is a valid order 507. If theorder is not valid, the algorithm requests the user enter it again 508.If the order is valid, the algorithm goes ahead and provides theresponse 512. If the user types “help” 509, then the algorithm informsthe user that help will be provided 510, and then routes the user tosocial media marketing (SMM) 511.

Referring to FIGS. 6A and 6B, in a particular embodiment, a userexpresses interest in placing an order (e.g., at a store), subsequentcommunications are conducted, and the order is placed and confirmed. Theuser provides a query 601 such as “/order.” In FIG. 6A, the algorithmchecks if this is a known user 602. If this is a known user with a knownlocation (e.g., stored on user profile), the algorithm providesinformation for the nearest store location. Alternatively, if this userdoes not have a known location, the algorithm requests the location fromthe user 603. If the user provides the location 604, then the algorithmproceeds to provide information on the nearest store location along witha question as to whether the user wants to place an order from thatstore 605. The user has the option to answer yes or not 606. If the useranswers no, then the algorithm responds with additional stores 608. Ifthe user answers yes, then the algorithm asks the user for an order 609.If the user answers no 610, then the algorithm asks the user if theproduct configuration is valid 611. If the user indicates theconfiguration is not valid, the algorithm optionally asks clarifyingquestions 612 such as, for example, size, options, etc. Alternatively,if the product configuration is valid, then the algorithm places theorder and asks the user for any other instructions/questions 613.Referring to FIG. 6B, if the user answers in the affirmative 614, thenthe process starts over again for another order. Alternatively, if theuser indicates he/she does not want to place another order 615, thealgorithm asks the user if the order is to be placed now or at a latertime. If the user answers now 617, then the algorithm optionally asks ifthe user wants the order ASAP or at a specific time 618. If the userselects a time, then the algorithm verifies that the pickup time isvalid 619. If the user wants the order ASAP, the algorithm then checksif this is a known user 620. If yes, the algorithm processes the orderand provides an order summary (e.g., total cost, pickup time, andrequested payment information) and requests confirmation to pay using acredit card 621. If the user answers yes 625, the algorithm makes theorder and informs the user the order is confirmed 626. In someembodiments, the algorithm provides an order summary if the user isunknown 621, and then asks the user to decide whether to connect asocial media account for faster checkout (e.g., twitter account, etc.)622. If the user signs in and activates the account, then the socialmedia and the current restaurant/store account are linked 623.

Referring to FIG. 7 , in a particular embodiment, a user inquires aboutthe existence of a service interruption in a particular location,subsequent communications are conducted, and the query is resolved. Theuser provides a query such as “is there an outage in Austin, TX” 701.The algorithm processes the query and determines a response likely toresolve the query. However, more information is needed. Regardless ofwhether the user is known or not 702, the user is asked for identifyinginformation such as, for example, a phone number or account number 703.If the user provides the identifying information 704, then theinformation is evaluated to determine if this is a valid user 705. Ifno, then different identifying information is requested 706 (e.g.,another phone number or account number). Conversely, if this is a validuser, then the algorithm looks up the outage status and ETA for fixingthe outage for the address on file for this user account 707. If theoutage 708 does exist, then the user receives a response indicating theoutage status and/or ETA 713. If the outage 708 does not exist, then aresponse indicating there is no outage at the location is sent 709. Theresponse optionally includes a request for the user to report an outage.In response, if the user wishes to report an outage 710, then thealgorithm responds to let the user know the reported outage has beenreceived 711 and then forwards the information 712 (e.g., for follow-upas needed).

Referring to FIG. 8 , in a particular embodiment, a user reports aservice interruption, subsequent communications are conducted, and thereport is handled. The user provides a query such as “report outage”801. The algorithm processes the query and determines a response likelyto resolve the query. However, more information is needed. Regardless ofwhether the user is known or not 802, the user is asked for identifyinginformation such as, for example, a phone number or account number 803.If the user provides the identifying information 804, then theinformation is evaluated to determine if this is a valid user 805. Ifno, then different identifying information is requested 806 (e.g.,another phone number or account number). Conversely, if this is a validuser, then the algorithm reports the outage 807 and responds to the user808 (e.g., thanking the user for the report and letting the user knowthe outage will be invested). The algorithm then forwards the outageinformation to an agent for follow-up as needed 809. In someembodiments, the algorithm then checks to confirm if there was an outage810. If no, then nothing is done 811. If yes, then once the outage isfixed 812, the algorithm sends a response indicating the outage has beenfixed 813 (e.g., status update).

Referring to FIG. 9 , in a particular embodiment, a user inquires aboutspecials available to them, subsequent communications are conducted, andthe query is resolved. The user provides a query such as “any specialsfor me?” 901. The algorithm processes the query and determines aresponse likely to resolve the query. However, more information isneeded. Regardless of whether the user is known or not 902, the user isasked for identifying information such as, for example, a phone numberor account number 903. If the user provides the identifying information904, then the information is evaluated to determine if this is a validuser 905. If no, then different identifying information is requested 906(e.g., another phone number or account number). Conversely, if this is avalid user, then the algorithm attempts to respond to the query bylooking up promotions 907. If there are no promotions, then thealgorithm provides a response indicating the lack of promotions 909. Ifthere are promotions, then the algorithm provides a response 910 to theuser containing information such as one or more of the promotion, price,duration, and an option to take advantage of the promotion immediately(e.g., by typing “y” or “yes”). If the user replies to take advantage ofthe promotion 911, then the algorithm proceeds to award the promotion912.

Logic

In some embodiments, the platforms, systems, media, and methodsdescribed herein include features and logic to respond to user queries,or use of the same. For example, in a particular embodiment, an incomingquery is processed by the application using an algorithm that extractsthe most relevant data (e.g., tokenizing the message) and theapplication attempts to identify an answer likely to result in aresolution based on one or more of: 1) glossary look-up (i.e., thiskeyword or phrase means this intent and return this answer); 2) look-upor set data in an enterprise system (i.e., account status, order status,make reservation, etc.); 3) look-up in a knowledge base; 4) naturallanguage processing; and 5) other AI. In some embodiments, the algorithmhandles closed domain question answering. Closed domain questionanswering restricts the questions to a specific domain. For example, anexample of a closed domain question answering algorithm deals withquestions related to business/store locations, hours, menus, prices, andsimilar information. Alternatively, in some embodiments, the algorithmhandles open domain question answering. Open domain question answeringdeals with open-ended questions on any subject matter and is notrestricted to a particular knowledge base.

In further embodiments, if no answer likely to result in a resolution isidentified, the application optionally escalates the query to a humanagent and follows-up with the agent on the potential to automateresponses to similar queries in the future. If an answer likely toresult in a resolution is identified, the application optionallypresents the answer to the customer. In still further embodiments, theapplication follows-up by asking the customer if their query isresolved.

In some embodiments, the platforms, systems, media, and methodsdescribed herein include features to create new responses to userqueries and to modify established responses to user queries, e.g.,curate responses. In further embodiments, curating responses to userqueries comprises creating or editing one or more decision trees oflogic. In still further embodiments, curating responses to user queriescomprises creating or editing automated responses for messaging, forexample, reply “a” for reservations, “b” for check-in, followed bymaking a selection from a menu of items.

In some embodiments, curating responses to user queries comprisessegmenting the logic and responses based on customer status, forexample, if the customer is a VIP, give an alternate set of responses orescalate to a human agent. In some embodiments, curating responses touser queries comprises identifying querying users and retrieving datapertaining to previous interactions between the user and the vendor. Infurther embodiments, curating responses comprises segmenting the logicand responses based on previous interactions, for example, if thecustomer has made a particular order in the recent past, ask them ifthey want to repeat their recent order.

In some embodiments, the platforms, systems, media, and methodsdescribed herein include features to curate responses that allow anadministrator to test different responses to the same inquiry todetermine which drives a better conversion/resolution. In furtherembodiments, the application offers analytics measuring efficacy ofautomated responses (e.g., average number of messages until nextdecision point, average number of messages until conversion, etc.) thatare segmented in a variety of ways (e.g., which channel (FB vs. Twittervs. SMS vs. WhatsApp). In some embodiments, the application provides anadministrative interface displaying global analytics to allow anadministrative user to evaluate the efficacy of automated responses. Insome embodiments, the analytics provide information for one or more ofthe number of unique users, top inquiries, and the overall quality ofthe automated responses.

Referring to FIG. 11 , in a particular embodiment, an administrativeinterface displays inquiries entered into the system by users. Theinterface displays a list of inquiries for review by an administrator.In some embodiments, a user inquiry is assigned an automated responsewith a corresponding confidence level (e.g., zero, low, medium, high).In some embodiments, the interface provides the administrator with theability to decide a course of action for a particular inquiry. Forexample, in some embodiments, the administrator chooses betweenvalidating the automated response for an inquiry, queuing the inquiryfor an automated response, and ignoring the inquiry. In someembodiments, the interface provides one or more filtering options tonarrow a selection of user inquiries. For examples, in some embodiments,the user inquiries are filtered according to resolution (resolved orunresolved) or confidence level (e.g., at least 10%, 20%, 30%, 40%, 50%,60%, 70%, 80%, or 90% confidence). In particular, FIG. 11 shows anadministrator login 1150 and various functions available for selection.The functions include an insights selection 1140, a questions selection1141, a training selection 1142, an audit selection 1143, and anunresolved selection 1144. Currently, FIG. 11 depicts the interfacefollowing an audit selection 1143. Provided is a list of user inquiries(1101, 1102, 1103, 1104) each having a specific user question (e.g.,1110 or 1114) and a generated response (e.g., 1112 or 1116). Alsoincluded are confidence levels for the generated responses such as, forexample, high confidence 1120, medium confidence 1118, low confidence1124, or zero confidence 1122. Each user inquiry is associated with oneor more options by the administrator such as, for example, validatingthe response 1126, queuing the user query for an answer 1128, and/orignore 1130. Finally, the user interface provides options for sorting orfiltering the list of user inquiries including selecting unresolvedquestions 1105, all questions 1106, or questions meeting a certaintythreshold 1107 (e.g., confidence level). In some embodiments, thecertainty threshold is optionally set using a slider 1108 by theadministrative user.

Referring to FIG. 12 , in a particular embodiment, an administratorevaluates the efficacy of automated responses with additional optionsexpanded and collapsed respectively. FIG. 12 shows an administratorlogin 1250 and various functions available for selection. The functionsinclude an insights selection 1202, a questions selection 1204, atraining selection 1206, an audit selection 1208, and an unresolvedselection 1210. Currently, FIG. 12 depicts the interface following aninsights selection 1202. In some embodiments, the interface providesuser analytics 1252 including at least one of the total number of uniqueusers during a time period (e.g., this week, month, or year), theplatform or source of users (e.g., percentage from Twitter, Facebook, orweb), and/or question analytics 1254 including the total number of userquestions or inquiries during a time period (e.g., this week, month, oryear), top questions (e.g., most commonly asked questions), and theresolution of the questions (e.g., percent answered 1256 or unanswered1258, and percent satisfaction 1260).

Referring to FIGS. 13A and 13B, in a particular embodiment, anadministrator defines an automated response to a user inquiry withadditional options expanded or collapsed. Included in the interface isan administrator login 1350 and various functions available forselection. The functions include an insights selection 1302, a questionsselection 1304, a training selection 1306, an audit selection 1308, andan unresolved selection 1310. Currently, FIGS. 13A and 13B depict theinterface following a questions selection 1304. In some embodiments, theinterface provides the option to create a new question 1370 and definean automated response to the question 1372. Data for the particularquestion is provided, in some embodiments, showing when the question waslast asked 1371 and/or how many times the question was asked 1373. Theinterface also depicts icons for adding image(s) 1374, video(s) 1376,and/or link(s) 1378 to the response. In some embodiments, the interfaceallows the question and response to be previewed 1381 based on aparticular platform such as, for example, Facebook 1380 or Twitter 1382.In some embodiments, additional options include a date section 1384allowing the administrator to set a date or time range in case theresponse is time sensitive. In some embodiments, additional optionsinclude a training data section 1386 allowing the administrator to addkeywords and/or variants of the question 1388 to help train thealgorithm to provide automated responses. Finally, the administrator isprovided with buttons for canceling 1390 the new question or saving thenew question 1392. FIG. 13A depicts the UI with the preview 1381, datesection 1384, and the training data section 1386 expanded, while FIG.13B depicts the UI with these options collapsed.

Referring to FIGS. 14A, 14B, and 14C, in a particular embodiment, anadministrator defines an automated response to a user inquiry byincluding a web link, a video, and/or an image. FIG. 14A shows oneembodiment of the interface after an administrator has selected the addlink icon (e.g., 1378). A window 1478 is provided for the administratorto enter a link. FIG. 14B shows one embodiment of the interface after anadministrator has selected the add video icon (e.g., 1376). A window1476 is provided for the administrator to enter one or more videos. FIG.14C shows one embodiment of the interface after an administrator hasselected the add image icon (e.g., 1374). A window 1474 is provided forthe administrator to enter one or more images.

Referring to FIG. 15 , in a particular embodiment, an administratortrains an algorithm for providing an automated response to a userinquiry by adding additional ways a user may ask an inquiry. Thisinformation helps the algorithm learn to identify user inquiries thatare worded differently but are seeking the same information or response.FIG. 15 shows one embodiment of the interface after an administrator hasselected the icon for adding new keywords or alternative questions(e.g., 1388) for training the algorithm. A window 1501 is provided forthe administrator to enter one or more alternative ways in which a usermay ask the question. By providing alternative questions that ask thesame thing, the administrator helps build upon a set of alternativequestions for a given question. As a result, providing the algorithmwith a larger question set enhances the training of said algorithm foraccurately processing, parsing, interpreting, and/or responding to userqueries.

Referring to FIGS. 16A and 16B, in a particular embodiment, anadministrator monitors and/or tests user inquiries and automatedresponses. The administrator enters a question and is provided with anautomated response. The administrator then rates the response foraccuracy. In some embodiments, the administrator continues askingquestions. For example, FIGS. 16A and 16B show a prompt 1601 from thesoftware application to ask a question. The administrator then enters aquestion 1602 such as “how can I refill my Arch Card?” The algorithmprocesses the question and provides a response 1603 informing theadministrator of various ways to add cash to the Arch Card. Theadministrator is then provided with an option to provide feedback 1604such as, for example, selecting yes or no for whether the response isaccurate. In addition, a confidence level 1605 for the response isprovided (e.g., high in this case due to the simplicity of thequestion). Next, in some embodiments, the administrator is prompted toprovide another question 1606 by entering it into the text box 1620. Ifthe administrator enters another question 1607 such as, for example,“where is my local McDonald's?” then the algorithm processes thequestion and attempts to provide a response. In the event that anappropriate response cannot be found, a response indicating an answercould not be found is provided 1608. The administrator has the option tosearch for an answer (e.g., from a database) by entering a search termin the search box 1612. In some embodiments, the response 1608 alsoinstructs the administrator to select an appropriate response. Forexample, in this embodiment, three responses are provided (1613, 1614,and 1615) with varying confidence levels (24% certainty, 13% certainty,and 18% certainty respectively). The administrator is able to choose aresponse for this question, which further trains the algorithm. Forexample, the algorithm is unable to select an appropriate response basedon no response exceeding a minimum confidence threshold (e.g., a minimumpercentage), but the administrator selects a response below thisthreshold as being an appropriate response. In this case, the algorithmthen learns from the administrator's action and adjusts its calculatedconfidence level for various responses accordingly.

Referring to FIG. 17 , in a particular embodiment, an administrativeinterface allows an administrator to monitor, evaluate, and resolve userinquiries. In this case, the administrator has selected the unresolvedselection (e.g., 1144) to locate unresolved questions/queries. Theunresolved selection allows the administrator to monitor what the usersare saying to the application (e.g., automated response bot) andidentify where improvements in automated responses can be made.Moreover, the administrator is able to assign intent(s) to questions toimprove the algorithm(s). In some embodiments, when the algorithm isunable to generate an automated response to a question, theadministrator optionally classifies the question by choosing anautomated response from a selection of the closest (e.g., highestconfidence) automated responses (1713, 1714, 1715) provided by thealgorithm. The interface provides the administrator with the option tosave 1709, create new question 1710, or ignore 1711 the unresolvedinquiry. Additional information is provided such as the date when thequestion was last asked 1771 and/or the number of times the question hasbeen asked 1773.

Automation

In some embodiments, the platforms, systems, media, and methodsdescribed herein include features to automate responses to user queries,or use of the same. For example, in some embodiments, the applicationapplies machine logic and learning algorithms to automate responses touser queries. In some embodiments, the application applies a firstmachine learning algorithm to monitored communications to identify oneor more queries susceptible to response automation. In furtherembodiments, the application applies a second machine learning algorithmto the queries susceptible to response automation to identify one ormore responses likely to resolve the query. In still furtherembodiments, the application automatically responds to a customer querywith one or more responses identified as likely to resolve the query.

In some embodiments, automating response to user queries comprisesidentifying a response likely to resolve the query based on customerstatus, for example, whether the customer is a VIP. In some embodiments,automating response to user queries comprises identifying a responselikely to resolve the query based on user identity and data pertainingto previous interactions between the user and the vendor. In furtherembodiments, a response likely to resolve the query is identified basedon data pertaining to previous interactions.

Once a response likely to resolve the query is identified, in someembodiments, the application notifies a human agent and alerts them torespond to the query with one or more responses likely to resolve thequery. In further embodiments, the application provides suggestedresponses to the human agent. In other embodiments, once a responselikely to resolve the query is identified, the application instantiatesan autonomous software agent to respond to similar queries with theresponses likely to resolve the query. In some embodiments,administrative users are able to curate (e.g., create, delete, edit,prioritize, etc.) the notifications and/or instantiated autonomoussoftware agents via an admin tool.

Integration

In some embodiments, the platforms, systems, media, and methodsdescribed herein integrate with third-party systems. On the dataingestion and monitoring side, in some embodiments, the applicationoffers a plurality of APIs allowing seamless integration with aplurality of electronic communication platforms including any and allthat consumers may use to initiate queries to a vendor. Manycommunication systems are suitable for integration. Suitablecommunication systems include, by way of non-limiting examples, Twitter,Facebook, SMS, Apple Siri, and Amazon Echo.

On the response and resolution side, in some embodiments, theapplication offers a plurality of APIs allowing seamless integrationwith enterprise systems including any and all that a vendor may use tooffer consumer services. Many enterprise systems are suitable forintegration. Suitable enterprise systems include, by way of non-limitingexamples, ordering systems, fulfillment systems, delivery systems,authentication systems, calendaring systems, reservations systems, CRMsystems, and knowledgebase systems. In further embodiments, theapplication integrates with consumer delivery apps, such as Postmates,Favor, Doordash, and other delivery apps. In still further embodiments,the application integrates with consumer concierge apps, such as Assistand other concierge apps.

Referring to FIG. 10 , in a particular embodiment, the application,which includes machine logic in the form of glossaries 1009 to identifyand catalog terms in queries and responses 1007 and flowcharts 1010 tocreate narrative UX flows 1008, acts as “middleware” sitting betweenthird-party messaging systems and vendor enterprise systems. In thisembodiment, the application 1020 interacts with both the third-partymessaging systems and the vendor enterprise systems via a suite of APIadaptors (1006, 1011). Further, in this embodiment, the application 1020monitors and intercepts consumer queries coming in from allmessaging-capable social and communication systems utilized by thevendor and passes results and query resolution data to enterprisesystems utilized by the vendor to provide consumer services. In someembodiments, the social and communication systems include one or more ofTwitter 1001, Facebook 1002, SMS 1003, SIRI 1004, and Echo 1005. In someembodiments, the application 1020 interfaces with enterprise systems toobtain relevant information such as orders 1012, login 1013,calendar/reserve 1014, CRM 1015, or knowledge base 1016 for helpingresolve consumer queries.

In some embodiments, the platforms, systems, media, and methodsdescribed herein provide an application that integrates with vendorenterprise software systems such that when a user interacts with thevendor, the application retrieves and utilizes enterprise data fromthose systems to resolve the user's queries. In further embodiments, theenterprise data, responses to queries that utilize enterprise data, andthe users' interactions with the application in reaction to thoseresponses are integrated into machine learning models to understand whenqueries are likely to be resolved with what enterprise data and whichdata are likely to efficiently resolve particular queries. In someembodiments, the machine learning model uses natural language processingto parse, interpret, and identify responses for customer queries. Insome embodiments, the machine learning model uses a decision tree as apredictive model. For example, in some embodiments, the decision treecomprises a list of all possible responses for a query, and the modelarrives at the appropriate response based on the input variables fromthe query (e.g., relevant keywords or phrases). The decision treecomprises internal nodes, wherein each node represents a test on someinput variable. An illustrative example of an internal node in thedecision tree is the question type (e.g., “where” indicating a locationquestion type) that allows the decision tree to progress to the nextnode branching off from the previous one. In some embodiments, machinelearning is accomplished by training the algorithm on training data topick splits at the nodes in the tree. In some embodiments, the model istrained using sets of user queries and appropriate responses to saidqueries. In some embodiments, an administrative user provides additionalquery/response sets for training the model.

Digital Processing Device

In some embodiments, the platforms, systems, media, and methodsdescribed herein include a digital processing device, or use of thesame. In further embodiments, the digital processing device includes oneor more hardware central processing units (CPUs) or general purposegraphics processing units (GPGPUs) that carry out the device'sfunctions. In still further embodiments, the digital processing devicefurther comprises an operating system configured to perform executableinstructions. In some embodiments, the digital processing device isoptionally connected to a computer network. In further embodiments, thedigital processing device is optionally connected to the Internet suchthat it accesses the World Wide Web. In still further embodiments, thedigital processing device is optionally connected to a cloud computinginfrastructure. In other embodiments, the digital processing device isoptionally connected to an intranet. In other embodiments, the digitalprocessing device is optionally connected to a data storage device.

In accordance with the description herein, suitable digital processingdevices include, by way of non-limiting examples, server computers,desktop computers, laptop computers, notebook computers, sub-notebookcomputers, netbook computers, netpad computers, set-top computers, mediastreaming devices, handheld computers, Internet appliances, mobilesmartphones, tablet computers, personal digital assistants, video gameconsoles, and vehicles. Those of skill in the art will recognize thatmany smartphones are suitable for use in the system described herein.Those of skill in the art will also recognize that select televisions,video players, and digital music players with optional computer networkconnectivity are suitable for use in the system described herein.Suitable tablet computers include those with booklet, slate, andconvertible configurations, known to those of skill in the art.

In some embodiments, the digital processing device includes an operatingsystem configured to perform executable instructions. The operatingsystem is, for example, software, including programs and data, whichmanages the device's hardware and provides services for execution ofapplications. Those of skill in the art will recognize that suitableserver operating systems include, by way of non-limiting examples, FreeBSD, OpenB SD, NetBSD®, Linux, Apple® Mac OS X Server®, Oracle® Solaris®,Windows Server®, and Novell® NetWare®. Those of skill in the art willrecognize that suitable personal computer operating systems include, byway of non-limiting examples, Microsoft® Windows®, Apple® Mac OS X®,UNIX®, and UNIX-like operating systems such as GNU/Linux®. In someembodiments, the operating system is provided by cloud computing. Thoseof skill in the art will also recognize that suitable mobile smart phoneoperating systems include, by way of non-limiting examples, Nokia®Symbian® OS, Apple® iOS®, Research In Motion® BlackBerry OS®, GoogleAndroid®, Microsoft® Windows Phone® OS, Microsoft® Windows Mobile® OS,Linux®, and Palm WebOS®. Those of skill in the art will also recognizethat suitable media streaming device operating systems include, by wayof non-limiting examples, Apple TV®, Roku®, Boxee®, Google TV®, GoogleChromecast®, Amazon Fire®, and Samsung® HomeSync®. Those of skill in theart will also recognize that suitable video game console operatingsystems include, by way of non-limiting examples, Sony® PS3®, Sony®PS4®, Microsoft® Xbox360®, Microsoft Xbox One, Nintendo® Wii®, Nintendo®Wii U®, and Ouya®.

In some embodiments, the device includes a storage and/or memory device.The storage and/or memory device is one or more physical apparatusesused to store data or programs on a temporary or permanent basis. Insome embodiments, the device is volatile memory and requires power tomaintain stored information. In some embodiments, the device isnon-volatile memory and retains stored information when the digitalprocessing device is not powered. In further embodiments, thenon-volatile memory comprises flash memory. In some embodiments, thenon-volatile memory comprises dynamic random-access memory (DRAM). Insome embodiments, the non-volatile memory comprises ferroelectric randomaccess memory (FRAM). In some embodiments, the non-volatile memorycomprises phase-change random access memory (PRAM). In otherembodiments, the device is a storage device including, by way ofnon-limiting examples, CD-ROMs, DVDs, flash memory devices, magneticdisk drives, magnetic tapes drives, optical disk drives, and cloudcomputing based storage. In further embodiments, the storage and/ormemory device is a combination of devices such as those disclosedherein.

In some embodiments, the digital processing device includes a display tosend visual information to a user. In some embodiments, the display is acathode ray tube (CRT). In some embodiments, the display is a liquidcrystal display (LCD). In further embodiments, the display is a thinfilm transistor liquid crystal display (TFT-LCD). In some embodiments,the display is an organic light emitting diode (OLED) display. Invarious further embodiments, on OLED display is a passive-matrix OLED(PMOLED) or active-matrix OLED (AMOLED) display. In some embodiments,the display is a plasma display. In other embodiments, the display is avideo projector. In still further embodiments, the display is acombination of devices such as those disclosed herein.

In some embodiments, the digital processing device includes an inputdevice to receive information from a user. In some embodiments, theinput device is a keyboard. In some embodiments, the input device is apointing device including, by way of non-limiting examples, a mouse,trackball, track pad, joystick, game controller, or stylus. In someembodiments, the input device is a touch screen or a multi-touch screen.In other embodiments, the input device is a microphone to capture voiceor other sound input. In other embodiments, the input device is a videocamera or other sensor to capture motion or visual input. In furtherembodiments, the input device is a Kinect, Leap Motion, or the like. Instill further embodiments, the input device is a combination of devicessuch as those disclosed herein.

Referring to FIG. 18 , in a particular embodiment, an exemplary digitalprocessing device 1801 is programmed or otherwise configured to monitorelectronic communications and automate responses to queries. The device1801 can regulate various aspects of interactive chat of the presentdisclosure, such as, for example, applying machine learning algorithmsand generating automated response bots. In this embodiment, the digitalprocessing device 1801 includes a central processing unit (CPU, also“processor” and “computer processor” herein) 1805, which can be a singlecore or multi core processor, or a plurality of processors for parallelprocessing. The digital processing device 1801 also includes memory ormemory location 1810 (e.g., random-access memory, read-only memory,flash memory), electronic storage unit 1815 (e.g., hard disk),communication interface 1820 (e.g., network adapter) for communicatingwith one or more other systems, and peripheral devices 1825, such ascache, other memory, data storage and/or electronic display adapters.The memory 1810, storage unit 1815, interface 1820 and peripheraldevices 1825 are in communication with the CPU 1805 through acommunication bus (solid lines), such as a motherboard. The storage unit1815 can be a data storage unit (or data repository) for storing data.The digital processing device 1801 can be operatively coupled to acomputer network (“network”) 1830 with the aid of the communicationinterface 1820. The network 1830 can be the Internet, an internet and/orextranet, or an intranet and/or extranet that is in communication withthe Internet. The network 1830 in some cases is a telecommunicationand/or data network. The network 1830 can include one or more computerservers, which can enable distributed computing, such as cloudcomputing. The network 1830, in some cases with the aid of the device1801, implements a peer-to-peer network, which enables devices coupledto the device 1801 to behave as a client or a server. In someembodiments, the digital processing device 1801 includes a display 1835with a graphical user interface (GUI) 1840. For example, in someembodiments, an administrator is able to interact with the digitalprocessing device 1801 via the display 1835 and GUI 1840 to review,configure, and add question/answer sets (see, e.g., FIGS. 11-17 ).

Continuing to refer to FIG. 18 , the CPU 1805 can execute a sequence ofmachine-readable instructions, which can be embodied in a program orsoftware. The instructions may be stored in a memory location, such asthe memory 1810. The instructions can be directed to the CPU 1805, whichcan subsequently program or otherwise configure the CPU 1805 toimplement methods of the present disclosure. Examples of operationsperformed by the CPU 1805 can include fetch, decode, execute, and writeback. The CPU 1805 can be part of a circuit, such as an integratedcircuit. One or more other components of the device 1801 can be includedin the circuit. In some cases, the circuit is an application specificintegrated circuit (ASIC) or a field programmable gate array (FPGA).

Continuing to refer to FIG. 18 , the storage unit 1815 can store files,such as drivers, libraries and saved programs. The storage unit 1815 canstore user data, e.g., user preferences and user programs. The digitalprocessing device 1801 in some cases can include one or more additionaldata storage units that are external, such as located on a remote serverthat is in communication through an intranet or the Internet.

Continuing to refer to FIG. 18 , the digital processing device 1801 cancommunicate with one or more remote computer systems through the network1830. For instance, the device 1801 can communicate with a remotecomputer system of a user. Examples of remote computer systems includepersonal computers (e.g., portable PC), slate or tablet PCs (e.g.,Apple® iPad, Samsung® Galaxy Tab), telephones, Smart phones (e.g.,Apple® iPhone, Android-enabled device, Blackberry®), or personal digitalassistants.

Methods as described herein can be implemented by way of machine (e.g.,computer processor) executable code stored on an electronic storagelocation of the digital processing device 1801, such as, for example, onthe memory 1810 or electronic storage unit 1815. The machine executableor machine readable code can be provided in the form of software. Duringuse, the code can be executed by the processor 1805. In some cases, thecode can be retrieved from the storage unit 1815 and stored on thememory 1810 for ready access by the processor 1805. In some situations,the electronic storage unit 1815 can be precluded, andmachine-executable instructions are stored on memory 1810.

Non-Transitory Computer Readable Storage Medium

In some embodiments, the platforms, systems, media, and methodsdisclosed herein include one or more non-transitory computer readablestorage media encoded with a program including instructions executableby the operating system of an optionally networked digital processingdevice. In further embodiments, a computer readable storage medium is atangible component of a digital processing device. In still furtherembodiments, a computer readable storage medium is optionally removablefrom a digital processing device. In some embodiments, a computerreadable storage medium includes, by way of non-limiting examples,CD-ROMs, DVDs, flash memory devices, solid state memory, magnetic diskdrives, magnetic tape drives, optical disk drives, cloud computingsystems and services, and the like. In some cases, the program andinstructions are permanently, substantially permanently,semi-permanently, or non-transitorily encoded on the media.

Computer Program

In some embodiments, the platforms, systems, media, and methodsdisclosed herein include at least one computer program, or use of thesame. A computer program includes a sequence of instructions, executablein the digital processing device's CPU, written to perform a specifiedtask. Computer readable instructions may be implemented as programmodules, such as functions, objects, Application Programming Interfaces(APIs), data structures, and the like, that perform particular tasks orimplement particular abstract data types. In light of the disclosureprovided herein, those of skill in the art will recognize that acomputer program may be written in various versions of variouslanguages.

The functionality of the computer readable instructions may be combinedor distributed as desired in various environments. In some embodiments,a computer program comprises one sequence of instructions. In someembodiments, a computer program comprises a plurality of sequences ofinstructions. In some embodiments, a computer program is provided fromone location. In other embodiments, a computer program is provided froma plurality of locations. In various embodiments, a computer programincludes one or more software modules. In various embodiments, acomputer program includes, in part or in whole, one or more webapplications, one or more mobile applications, one or more standaloneapplications, one or more web browser plug-ins, extensions, add-ins, oradd-ons, or combinations thereof.

Web Application

In some embodiments, a computer program includes a web application. Inlight of the disclosure provided herein, those of skill in the art willrecognize that a web application, in various embodiments, utilizes oneor more software frameworks and one or more database systems. In someembodiments, a web application is created upon a software framework suchas Microsoft® .NET or Ruby on Rails (RoR). In some embodiments, a webapplication utilizes one or more database systems including, by way ofnon-limiting examples, relational, non-relational, object oriented,associative, and XML database systems. In further embodiments, suitablerelational database systems include, by way of non-limiting examples,Microsoft® SQL Server, mySQL™, and Oracle®. Those of skill in the artwill also recognize that a web application, in various embodiments, iswritten in one or more versions of one or more languages. A webapplication may be written in one or more markup languages, presentationdefinition languages, client-side scripting languages, server-sidecoding languages, database query languages, or combinations thereof Insome embodiments, a web application is written to some extent in amarkup language such as Hypertext Markup Language (HTML), ExtensibleHypertext Markup Language (XHTML), or eXtensible Markup Language (XML).In some embodiments, a web application is written to some extent in apresentation definition language such as Cascading Style Sheets (CSS).In some embodiments, a web application is written to some extent in aclient-side scripting language such as Asynchronous Javascript and XML(AJAX), Flash® Actionscript, Javascript, or Silverlight®. In someembodiments, a web application is written to some extent in aserver-side coding language such as Active Server Pages (ASP),ColdFusion®, Perl, Java™, JavaServer Pages (JSP), Hypertext Preprocessor(PHP), Python™, Ruby, Tcl, Smalltalk, WebDNA®, or Groovy. In someembodiments, a web application is written to some extent in a databasequery language such as Structured Query Language (SQL). In someembodiments, a web application integrates enterprise server productssuch as IBM® Lotus Domino®. In some embodiments, a web applicationincludes a media player element. In various further embodiments, a mediaplayer element utilizes one or more of many suitable multimediatechnologies including, by way of non-limiting examples, Adobe® Flash®,HTML 5, Apple® QuickTime®, Microsoft® Silverlight®, Java™, and Unity®.

Referring to FIG. 19 , in a particular embodiment, an applicationprovision system comprises one or more databases 1900 accessed by arelational database management system (RDBMS) 1910. Suitable RDBMSsinclude Firebird, MySQL, PostgreSQL, SQLite, Oracle Database, MicrosoftSQL Server, IBM DB2, IBM Informix, SAP Sybase, SAP Sybase, Teradata, andthe like. In this embodiment, the application provision system furthercomprises one or more application severs 1920 (such as Java servers,.NET servers, PHP servers, and the like) and one or more web servers1930 (such as Apache, IIS, GWS and the like). The web server(s)optionally expose one or more web services via app applicationprogramming interfaces (APIs) 1940. Via a network, such as the Internet,the system provides browser-based and/or mobile native user interfaces.

Referring to FIG. 20 , in a particular embodiment, an applicationprovision system alternatively has a distributed, cloud-basedarchitecture 2000 and comprises elastically load balanced, auto-scalingweb server resources 2010 and application server resources 2020 as wellsynchronously replicated databases 2030.

Mobile Application

In some embodiments, a computer program includes a mobile applicationprovided to a mobile digital processing device. In some embodiments, themobile application is provided to a mobile digital processing device atthe time it is manufactured. In other embodiments, the mobileapplication is provided to a mobile digital processing device via thecomputer network described herein.

In view of the disclosure provided herein, a mobile application iscreated by techniques known to those of skill in the art using hardware,languages, and development environments known to the art. Those of skillin the art will recognize that mobile applications are written inseveral languages. Suitable programming languages include, by way ofnon-limiting examples, C, C++, C#, Objective-C, Java™, Javascript,Pascal, Object Pascal, Python™, Ruby, VB.NET, WML, and XHTML/HTML withor without CSS, or combinations thereof.

Suitable mobile application development environments are available fromseveral sources. Commercially available development environmentsinclude, by way of non-limiting examples, AirplaySDK, alcheMo,Appcelerator®, Celsius, Bedrock, Flash Lite, .NET Compact Framework,Rhomobile, and WorkLight Mobile Platform. Other development environmentsare available without cost including, by way of non-limiting examples,Lazarus, MobiFlex, MoSync, and Phonegap. Also, mobile devicemanufacturers distribute software developer kits including, by way ofnon-limiting examples, iPhone and iPad (iOS) SDK, Android™ SDK,BlackBerry® SDK, BREW SDK, Palm® OS SDK, Symbian SDK, webOS SDK, andWindows® Mobile SDK.

Those of skill in the art will recognize that several commercial forumsare available for distribution of mobile applications including, by wayof non-limiting examples, Apple® App Store, Google® Play, Chrome WebStore, BlackBerry® App World, App Store for Palm devices, App Catalogfor webOS, Windows® Marketplace for Mobile, Ovi Store for Nokia®devices, Samsung® Apps, and Nintendo® DSi Shop.

Standalone Application

In some embodiments, a computer program includes a standaloneapplication, which is a program that is run as an independent computerprocess, not an add-on to an existing process, e.g., not a plug-in.Those of skill in the art will recognize that standalone applicationsare often compiled. A compiler is a computer program(s) that transformssource code written in a programming language into binary object codesuch as assembly language or machine code. Suitable compiled programminglanguages include, by way of non-limiting examples, C, C++, Objective-C,COBOL, Delphi, Eiffel, Java™, Lisp, Python™, Visual Basic, and VB .NET,or combinations thereof. Compilation is often performed, at least inpart, to create an executable program. In some embodiments, a computerprogram includes one or more executable complied applications.

Web Browser Plug-In

In some embodiments, the computer program includes a web browser plug-in(e.g., extension, etc.). In computing, a plug-in is one or more softwarecomponents that add specific functionality to a larger softwareapplication. Makers of software applications support plug-ins to enablethird-party developers to create abilities which extend an application,to support easily adding new features, and to reduce the size of anapplication. When supported, plug-ins enable customizing thefunctionality of a software application. For example, plug-ins arecommonly used in web browsers to play video, generate interactivity,scan for viruses, and display particular file types. Those of skill inthe art will be familiar with several web browser plug-ins including,Adobe® Flash® Player, Microsoft® Silverlight®, and Apple® QuickTime®. Insome embodiments, the toolbar comprises one or more web browserextensions, add-ins, or add-ons. In some embodiments, the toolbarcomprises one or more explorer bars, tool bands, or desk bands.

In view of the disclosure provided herein, those of skill in the artwill recognize that several plug-in frameworks are available that enabledevelopment of plug-ins in various programming languages, including, byway of non-limiting examples, C++, Delphi, Java™, PHP, Python™, and VB.NET, or combinations thereof.

Web browsers (also called Internet browsers) are software applications,designed for use with network-connected digital processing devices, forretrieving, presenting, and traversing information resources on theWorld Wide Web. Suitable web browsers include, by way of non-limitingexamples, Microsoft® Internet Explorer®, Mozilla® Firefox®, Google®Chrome, Apple® Safari®, Opera Software® Opera®, and KDE Konqueror. Insome embodiments, the web browser is a mobile web browser. Mobile webbrowsers (also called mircrobrowsers, mini-browsers, and wirelessbrowsers) are designed for use on mobile digital processing devicesincluding, by way of non-limiting examples, handheld computers, tabletcomputers, netbook computers, subnotebook computers, smartphones, musicplayers, personal digital assistants (PDAs), and handheld video gamesystems. Suitable mobile web browsers include, by way of non-limitingexamples, Google® Android® browser, RIM BlackBerry® Browser, Apple®Safari®, Palm® Blazer, Palm® WebOS® Browser, Mozilla® Firefox® formobile, Microsoft® Internet Explorer® Mobile, Amazon® Kindle® Basic Web,Nokia® Browser, Opera Software® Opera® Mobile, and Sony® PSP™ browser.

Software Modules

In some embodiments, the platforms, systems, media, and methodsdisclosed herein include software, server, and/or database modules, oruse of the same. In view of the disclosure provided herein, softwaremodules are created by techniques known to those of skill in the artusing machines, software, and languages known to the art. The softwaremodules disclosed herein are implemented in a multitude of ways. Invarious embodiments, a software module comprises a file, a section ofcode, a programming object, a programming structure, or combinationsthereof. In further various embodiments, a software module comprises aplurality of files, a plurality of sections of code, a plurality ofprogramming objects, a plurality of programming structures, orcombinations thereof. In various embodiments, the one or more softwaremodules comprise, by way of non-limiting examples, a web application, amobile application, and a standalone application. In some embodiments,software modules are in one computer program or application. In otherembodiments, software modules are in more than one computer program orapplication. In some embodiments, software modules are hosted on onemachine. In other embodiments, software modules are hosted on more thanone machine. In further embodiments, software modules are hosted oncloud computing platforms. In some embodiments, software modules arehosted on one or more machines in one location. In other embodiments,software modules are hosted on one or more machines in more than onelocation.

Databases

In some embodiments, the platforms, systems, media, and methodsdisclosed herein include one or more databases, or use of the same. Inview of the disclosure provided herein, those of skill in the art willrecognize that many databases are suitable for storage and retrieval ofuser, chat, query, and response information. In various embodiments,suitable databases include, by way of non-limiting examples, relationaldatabases, non-relational databases, object oriented databases, objectdatabases, entity-relationship model databases, associative databases,and XML databases. Further non-limiting examples include SQL,PostgreSQL, MySQL, Oracle, DB2, and Sybase. In some embodiments, adatabase is internet-based. In further embodiments, a database isweb-based. In still further embodiments, a database is cloudcomputing-based. In other embodiments, a database is based on one ormore local computer storage devices.

While preferred embodiments of the present invention have been shown anddescribed herein, it will be obvious to those skilled in the art thatsuch embodiments are provided by way of example only. Numerousvariations, changes, and substitutions will now occur to those skilledin the art without departing from the invention. It should be understoodthat various alternatives to the embodiments of the invention describedherein may be employed in practicing the invention.

1. (canceled)
 2. A computer-implemented method comprising: detectinginput to an enterprise system, wherein the input is associated with acommunication corresponding to a first device; identifying a query inthe input using a query-detection machine-learning model and the input;identifying a status of a user of the first user device based on theinput; executing a resolution machine-learning model using the query,wherein the resolution machine-learning model identifies one or moreresponses that are likely to resolve the query; selecting a particularresponse from the one or more responses based on the status of the user;and automatically transmitting the particular response as a response tothe query.
 3. The computer-implemented method of claim 2, whereinselecting a particular response from the one or more responses based onthe status of the user includes: retrieving data associated withprevious interactions between the user and a second device; andselecting the particular response using the data associated withprevious interactions.
 4. The computer-implemented method of claim 2,wherein the query-detection machine-learning model and/or the resolutionmachine-learning model include a decision tree that is a predictivemodel, and wherein the response is determined using one or more inputvariables associated with the query.
 5. The computer-implemented methodof claim 2, wherein the query-detection machine-learning model and/orthe resolution machine-learning model include an algorithm that istrained using prior queries and responses.
 6. The computer-implementedmethod of claim 2, wherein the query-detection machine-learning modeland/or the resolution machine-learning model include machine logic thatidentifies terms, and wherein the identified terms are used to generatea narrative flow.
 7. The computer-implemented method of claim 2, whereinthe query-detection machine-learning model and/or the resolutionmachine-learning model use an API to facilitate communication betweentwo systems.
 8. The computer-implemented method of claim 2, wherein thequery-detection machine-learning model and/or the resolutionmachine-learning model determine the one or more responses to a queryusing one or more input variables from the query.
 9. A systemcomprising: one or more processors; a non-transitory computer readablestorage medium containing instructions which when executed on the one ormore processors, cause the one or more processors to perform operationsincluding: detecting input to an enterprise system, wherein the input isassociated with a communication corresponding to a first device;identifying a query in the input using a query-detectionmachine-learning model and the input; identifying a status of a user ofthe first user device based on the input; executing a resolutionmachine-learning model using the query, wherein the resolutionmachine-learning model identifies one or more responses that are likelyto resolve the query; selecting a particular response from the one ormore responses based on the status of the user; and automaticallytransmitting the particular response as a response to the query.
 10. Thesystem of claim 9, wherein selecting a particular response from the oneor more responses based on the status of the user includes: retrievingdata associated with previous interactions between the user and a seconddevice; and selecting the particular response using the data associatedwith previous interactions.
 11. The system of claim 9, wherein thequery-detection machine-learning model and/or the resolutionmachine-learning model include a decision tree that is a predictivemodel, and wherein the response is determined using one or more inputvariables associated with the query.
 12. The system of claim 9, whereinthe query-detection machine-learning model and/or the resolutionmachine-learning model include an algorithm that is trained using priorqueries and responses.
 13. The system of claim 9, wherein thequery-detection machine-learning model and/or the resolutionmachine-learning model include machine logic that identifies terms, andwherein the identified terms are used to generate a narrative flow. 14.The system of claim 9, wherein the query-detection machine-learningmodel and/or the resolution machine-learning model use an API tofacilitate communication between two systems.
 15. The system of claim 9,wherein the query-detection machine-learning model and/or the resolutionmachine-learning model determine the one or more responses to a queryusing one or more input variables from the query.
 16. A non-transitorycomputer readable storage medium containing instructions which whenexecuted on the one or more processors, cause the one or more processorsto perform operations including: detecting input to an enterprisesystem, wherein the input is associated with a communicationcorresponding to a first device; identifying a query in the input usinga query-detection machine-learning model and the input; identifying astatus of a user of the first user device based on the input; executinga resolution machine-learning model using the query, wherein theresolution machine-learning model identifies one or more responses thatare likely to resolve the query; selecting a particular response fromthe one or more responses based on the status of the user; andautomatically transmitting the particular response as a response to thequery.
 17. The non-transitory computer readable storage medium of claim16, wherein selecting a particular response from the one or moreresponses based on the status of the user includes: retrieving dataassociated with previous interactions between the user and a seconddevice; and selecting the particular response using the data associatedwith previous interactions.
 18. The non-transitory computer readablestorage medium of claim 16, wherein the query-detection machine-learningmodel and/or the resolution machine-learning model include a decisiontree that is a predictive model, and wherein the response is determinedusing one or more input variables associated with the query.
 19. Thenon-transitory computer readable storage medium of claim 16, wherein thequery-detection machine-learning model and/or the resolutionmachine-learning model include an algorithm that is trained using priorqueries and responses.
 20. The non-transitory computer readable storagemedium of claim 16, wherein the query-detection machine-learning modeland/or the resolution machine-learning model include machine logic thatidentifies terms, and wherein the identified terms are used to generatea narrative flow.
 21. The non-transitory computer readable storagemedium of claim 16, wherein the query-detection machine-learning modeland/or the resolution machine-learning model use an API to facilitatecommunication between two systems.